Smokace Casino - Výběr hráče byl zpožděn kvůli dalšímu ověření.

On August 7, 2024, I made my first deposit at Smokeace, totaling R$ 500. I did not activate any bonuses; I played solely with the deposited balance. On the same day, I verified my account, which was approved in three stages: a selfie with my ID, address verification, and ID verification. When I attempted to withdraw my final balance of R$ 2,200, I received a message on the site stating that my account needed further verification. I was redirected to the KYC verification section, which indicated that my account could not be verified and that I should contact support. I reached out to the live chat, and they informed me to email the verification department regarding the issue. I sent an email explaining my situation to kyc@smokeace.com, but I have not received any response and still cannot withdraw my winnings.

No dia 07 de agosto de 2024 fiz meu primeiro depósito na smokeace, no valor de R$ 500 reais, não ativei nenhum bônus, joguei apenas com o saldo que depositei, no mesmo dia fiz a verificação da minha conta e a mesma foi aprovada em 3 etapas, selfie com a identidade, verificação de endereço e identidade. Ao tentar sacar o meu saldo final, no valor de R$ 2200 reais, recebi a mensagem no site que deveria verificar minha conta e fui encaminhado novamente a parte de verificação KYC, onde a mesma estava escrito que minha conta não pode ser verificada e que deveria entrar em contato com o suporte, entrei em contato com o chat ao vivo e os mesmos disseram que eu deveria entrar em contato pelo email com o departamento que resolve problemas de verificação enviei o email informando a situação para o email kyc@smokeace.com, os mesmo não me responderam, e continuo sem conseguir efetuar o saque dos meus ganhos

Dear Fdvascokrlh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Today, August 7, 2024, I received the email confirming the completion of the verification of my account, I requested the withdrawal of the amount of R $ 2200 reais, it is still pending after 8 hours of request via pix, they asked me to send 3 more documents, even after the account was already verified, I sent them all and the withdrawal is still pending

Hoje, dia 07 de agosto de 2024, recebi o e-mail confirmando a conclusão da verificação da minha conta, solicitei o saque do valor de R$ 2200 reais, o mesmo continua pendente após 8 horas de solicitação via pix, me pediram para enviar mais 3 documentos, mesmo após a conta já estar verificada, fiz o envio de todos e o saque segue pendente

Today, August 8, 2024, I received the email confirming the verification process and the withdrawal was completed. Resolved

Hoje, dia 08 de agosto de 2024 recebi o email de confirmação do processo de verificação e o saque foi concluído. Resolvido

Dear Fdvascokrlh,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru